Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Cauffman

New Berlin

Summary

Dynamic and results-driven operational leader with 20+ years of experience in organizational management across diverse industries. Proven ability to drive revenue growth, streamline operations, and lead cross-functional teams through change and expansion. Skilled in strategic planning, financial oversight, and relationship building with stakeholders at all levels. Known for turning underperforming operations into high-performing units through leadership and data-driven decision-making.

Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.

Overview

14
14
years of professional experience

Work History

Customer Success Manager

Gunderson Linens & Uniforms
02.2025 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Created customer support strategies to increase customer retention.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
  • Streamlined onboarding process for new clients, significantly reducing time to value and improving initial experience.
  • Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.

General Manager

Vestis Uniform & Workplace Supplies
01.2022 - Current
  • Lead all operations of the market center, driving growth from $591.1M to $724.9M in annual revenue.
  • Oversee departmental performance, budgeting, and staff development to ensure profitability.
  • Implement company-wide initiatives to improve service and operational efficiency.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Managed budget implementations, employee evaluations, and contract details.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Championed continuous improvement initiatives that enhanced operational performance across all departments.
  • Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
  • Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
  • Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
  • Pioneered corporate social responsibility program, building community engagement and enhancing brand reputation.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Interacted well with customers to build connections and nurture relationships.

Regional Customer Service Manager

Allied Oil & Supply Inc.
01.2021 - 01.2022
  • Developed and enforced policies and KPIs to enhance responsiveness to market changes.
  • Improved customer satisfaction and efficiency by realigning business practices.
  • Controlled operational expenses and contributed to business growth through acquisitions and restructuring.
  • Streamlined internal communication channels between departments, enabling faster resolution of customer issues.
  • Monitored team metrics closely to ensure consistent delivery of outstanding service levels across all touchpoints.
  • Spearheaded process improvements within the department that resulted in significant cost savings without compromising service quality or performance KPIs.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Controller

Exteriors Plus, Inc.
01.2017 - 01.2019
  • Designed and implemented financial strategies that improved cash flow and profit margins.
  • Recovered outstanding accounts receivable and enhanced budgetary processes.
  • Provided strategic advisory to ownership on cost control and revenue growth.
  • Ensured compliance with tax regulations by managing the timely preparation and filing of all required returns.
  • Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
  • Followed up with delinquent accounts to obtain funds and reduce aging balances.
  • Enhanced financial reporting accuracy by streamlining accounting processes and implementing internal controls.
  • Prepared detailed variance analyses on a monthly basis, enabling more effective tracking of actuals versus forecasted figures.
  • Led cross-functional teams in process improvement initiatives, enhancing efficiency in financial operations.
  • Oversaw management of payroll, ensuring accurate and timely processing for all employees.
  • Improved financial decision-making, providing executive team with detailed reports and analysis on financial performance.
  • Developed comprehensive risk management strategy, protecting company's assets and financial stability.
  • Led implementation of new accounting software, improving data accuracy and accessibility for finance team.
  • Optimized tax filing processes, resulting in timely submissions and minimizing liabilities.
  • Worked with both internal and external users to create detailed financial reports.
  • Facilitated successful external audits, meticulously preparing all necessary documents and reports.
  • Played key role in strategic planning sessions, offering insights based on financial analysis and projections.
  • Collaborated with IT department to ensure robust cybersecurity measures protected financial data.
  • Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing, and sales tax returns.

Facility Manager

Certified Transmission
01.2013 - 01.2015
  • Established new policies, SOPs, and performance metrics to optimize productivity.
  • Led hiring and training efforts to support company growth.
  • Monitored operational costs and conducted profit analysis.

Facility Manager

Woodhouse Auto Family
01.2011 - 01.2013
  • Directed facility operations and collaborated with department leaders to drive performance.
  • Boosted employee retention and sales through team development and customer engagement strategies.
  • Set and tracked financial objectives in alignment with business goals.

Education

Sign Language Interpretation

University of Nebraska

Auto Diesel Technology

Universal Technical Institute
Houston, TX

Court Reporting & Transcription

Shirley Baker’s Court Reporting Institute
Houston, TX

Skills

  • Strategic Planning & Execution
  • Operational Management
  • Financial & Budget Oversight
  • Business Development
  • Leadership Development
  • Performance Optimization
  • Cross-Functional Team Leadership
  • Conflict Resolution
  • Customer & Stakeholder Engagement
  • Customer advocacy
  • CRM software
  • Account management
  • Key accounts development
  • Customer needs assessment

Timeline

Customer Success Manager

Gunderson Linens & Uniforms
02.2025 - Current

General Manager

Vestis Uniform & Workplace Supplies
01.2022 - Current

Regional Customer Service Manager

Allied Oil & Supply Inc.
01.2021 - 01.2022

Controller

Exteriors Plus, Inc.
01.2017 - 01.2019

Facility Manager

Certified Transmission
01.2013 - 01.2015

Facility Manager

Woodhouse Auto Family
01.2011 - 01.2013

Auto Diesel Technology

Universal Technical Institute

Court Reporting & Transcription

Shirley Baker’s Court Reporting Institute

Sign Language Interpretation

University of Nebraska

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Michelle Cauffman